Online Fault

[Mickywoo]

Hi

I went offline on the 24th of last month, I had no phone or internet for 14 days. I was sent an email saying that the fault had been fixed, which it has, and I have a full service. I was told to wait for compensation to come through automatically, however, I am now being told that the fault is still in progress and and engineer is working on it. Is this a stall practice so I do not get my compensation as it cannot be instigated until the fault is logged as fixed. I am very confused as to why this is happening and no one seems to know why it has not been logged as closed. The 14 days offline cost me quite a bit of money and I would like this sorted as it now been going on for over a month.

Can anyone shed some light on this for me.

Kind regards Michaela

[Gliwmaeden2]

Details of automatic compensation are here, @Mickywoo:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

You'll see that it takes c 30 days to appear on your bill, after resolution of the fault.

If it took 14 days to restore service, after the fault started on 24th August, it's like to be c 6th October before this is sorted out, if the fault is indeed resolved. 

Staff did ask you to confirm this on your previous thread, here:

https://community.talktalk.co.uk/t5/Fibre/Broadband-Outage-Limpenhoe/td-p/2912747

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